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Business Profile

Dentist

Aspen Dental

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dentist.

Complaints

This profile includes complaints for Aspen Dental's headquarters and its corporate-owned locations. To view all corporate locations, see

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Aspen Dental has 10 locations, listed below.

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    Customer Complaints Summary

    • 36 total complaints in the last 3 years.
    • 10 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/03/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On October 23rd 2023 I had a periodontal cleaning I was told I would have to pay 159 for everything with insurance. On October the 24th I was to have my wisdom teeth removed and I paid out 717. The day of the appt the doctor who was to take them out told me I didnt need my wisdoms removed he would not suggest I do that. So it was canceled. I was only refunded ******. And after calling my insurance company and getting documents I was only to pay Oct 23rd 55 out of pocket plus the fluoride which was ***** my out of pocket should have only totaled *****. ******************************* told me I owed also consultation but my insurance MetLife said that my consultation was at a 100%. Then when I question *************** about my appt on Oct 24th about refunding me my total amount of 717 she stated I sent a check for ****** by mail and thats all we owe you, if I owe anything else it would only be 84 and I will send that out to you by mail. when I asked her why I hadnt been refunded my total amount 717 she stated that Aspen dental charged me for consultation. But insurance said that for that visit since I didnt get any dental work done I am owed my full refund. And any consultation is at a 100%. I am still owed ****** from Aspen .

      Business Response

      Date: 11/06/2023

      Response attached.

    • Initial Complaint

      Date:10/30/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I scheduled and paid for a dental cleaning service. I found about a conflict in my schedule then called to reschedule and ultimately canceled the appointment. I was told I would receive a refund within 30 days. Its been 90 days and I have yet to receive a refund

      Business Response

      Date: 10/30/2023

      Response attached

    • Initial Complaint

      Date:07/17/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      i had an appointment to have a painful tooth looked at. i was given prices and decided to schedule an appointment to have said tooth removed, in order to schedule the appointment they required half of the payment up front, so i just paid the entire thing. i was no longer going to be able to make the appointment so i called to cancel on a june 14, 2023. i was told my appointment was canceled and i would receive a refund within **** business days. it is now july 14, 2023 exactly a month later and i have not received a refund for the services not completely that were paid for. i have called numerous times inquiring about my refund and have not been given any answer.

      Business Response

      Date: 07/30/2023

      response attached 

      Customer Answer

      Date: 07/31/2023

      Complaint: 20323020

      I am rejecting this response because it did not resolve the issue. 

      Regards,

      *********************************

      Business Response

      Date: 08/03/2023

      This case is still under review.

      Customer Answer

      Date: 08/03/2023

      Complaint: 20323020

      I am rejecting this response because:

      Regards,

      *********************************

      Customer Answer

      Date: 08/15/2023

      Complaint: 20323020

      I am rejecting this response because:

      Regards,

      *********************************

    • Initial Complaint

      Date:07/05/2023

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I'm writing back to explain how aspen dental of ********** ** stole ************************************************************************************************************* the run around I have already made a complaint to the bbb here and they still aren't refunding me ***** I'm currently superglueing my front teeth in because they won't give my money back so I can get them fixed elsewhere I have a heart condition if the superglue gets in my blood it could kill me maybe I'll get a refund when I'm dead.

      Business Response

      Date: 07/23/2023

      This case is still open under ID ********.

    • Initial Complaint

      Date:06/21/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Over the past year I have prepaid for 2 services from Aspen Dental on ************* close to my home. I found that they overcharged me on the 1st one and did not return the extra money I paid that the insurance says should be returned to me. That procedure was on 05/37/2022, the insurance showed that I overpaid by a lot. Then on 06/05/2023 I prepaid for a service I was going to get, once I found out they never returned the money for the 1st one, I cancelled my appointment and asked for a refund of what I prepaid, they stated they issued it but it is past the "10 days" they quote for refunds and still have not refunded my $$. So now they owe me for 2 procedures and will not refund any of them while giving me a runaround about billing being down. I do not believe that their billing service has been down for months, how would they make $$? I want a full refund of the most recent prepaid service including what they owe me from the other services that they overcharged me on.

      Business Response

      Date: 07/10/2023

      Response attached.

      Customer Answer

      Date: 07/27/2023

      Better Business Bureau:

      After checking they did finally refund all of the money they owed us but still never contacted us to even let us know it had been taken care of.  

      Regards,

      ***********************

    • Initial Complaint

      Date:06/05/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      i paid aspen $12000 to do dental work for my wife *********************************,i made this payment on april 2022.some work was done,but not completed,month ago we went for an appointment,office is closed and a paper is showing that they are having internal problems,this paper is taped to the front door,twice i have gone to the office ,but it looks deserted,i called another aspen office and they told me to go in person to the place im having the problem with ,which i did .last time we went to aspen on 4/11/2023 the dental office person told me i had a credit of $5700,i would like this money refunded so i can take my wife to another dentist.i have no comlaints about the work they do

      Business Response

      Date: 06/25/2023

      Response attached.

    • Initial Complaint

      Date:05/30/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Aspen Dental has been unable to provide an Explanation of Benifits for dental services provided to family member on Jan 17 and 27 2023..EOB is required to resolve insurance and Flexible spending account ********************* has reported that no claim has been filed by aspen dental. My FSA account has been frozen until an EOB has been produced....

      Business Response

      Date: 06/20/2023

      Please have the patient file a complaint with their information.

    • Initial Complaint

      Date:05/11/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Unable to reach the Temple, ** Aspen Dental Office via phone for over a week now. Attempted to gather information regarding an Insurance claim reversal that is delinquent and past the promised time to be processed. I did receive my refunded co-pay that was 30 days past due because they dont even initiate it until after the 30 days and after filing a complaint with their corporate office. However, the insurance reversal has not been processed. Ive called the corporate customer care two weeks prior ( Apr 26th) and was told that they did not see a claim reversal submitted from the Temple, ** office location which would be the responsibility of the office manager ******. Now (May 10th) the corporate office not the Temple, ** office is answering the phone. I either receive automated messages that the staff is in training or placed on an indefinite call hold loop.

      Business Response

      Date: 06/02/2023

      Response attached.

      Customer Answer

      Date: 06/02/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********; although this issue is not yet resolved, this communication is a way forward.

      Regards,

      Collors Levels

    • Initial Complaint

      Date:05/11/2023

      Type:Service or Repair Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of Service and payment on 05/10/2023 for $165.00. Customer number is ********************************** couldn't give me a receipt until 5/10. When I got the receipt their office mgr said their "system" went down overnight and they had to show date of service on 5/10 with an advance payment on 05/09. My *************************** *************) covers Denture Repair and Aspen Dental *************) is in their network. When I arrived for my appointment I gave Aspen my insurance card for verification. When it was my turn, the receptionist said the repair was not covered by my insurance and the cost was $165. I paid it as I had to have my lower denture repaired. While I was waiting in my truck during the repair I called ****************** to find out why they would not cover my denture repair. The United Healthcare representative told me that the insurance company had not even been contacted by Aspen Dental. After I received my repaired denture, I told the receptionist this fact and she told me that they contact the insurance company "Electronically" with no phone call. It turned into a scene out in the lobby that should have been taken care of in a back office. I showed the Office Manager the review I was going to post on ****** and she loudly called me a liar in front of waiting patients, staff and my wife.

      Business Response

      Date: 06/02/2023

      Response attached.

      Customer Answer

      Date: 06/02/2023

      Complaint: 20042648

      I am rejecting this response because: I do not trust anything this business says. On 6/01/2023 the office manager (who called me a liar in front of people in the waiting room and my wife) called me on my telephone. I was surprised. She could not answer my questions about why she was calling me out of the blue. Today I get an information Email from the BBB. .My ***************** told me on the day of treatment that I was covered and that they had not been contacted by Aspen Dental. Aspen Dental says they contacted my insurance Company electronically (whatever that means). I asked if a claim was filed by Aspen Dental how long would it take to process.She just wanted to get off the phone. I told her that I was considering going to Channel 10 News "On Your Side" about my experience with Aspen Dental in **************.

      I need to see documentation and proof that Aspen Dental is trying to get me a refund. I do not trust this clinic and the office manager who could have handled my complaint in a private office the day of the incident. When she called yesterday, she should have set up a meeting at the clinic to discuss this and not trying to solve my request for refund over the telephone. I do not trust this woman who called me a liar loudly in public. I would rather deal with someone who is at least  her supervisor or someone from Aspen Corporate.

      Regards,

      *************************

      Business Response

      Date: 06/09/2023

      This case is still being reviewed.  Please allow more time.  Thank you!

      Business Response

      Date: 06/25/2023

      This case is still under review.

      Customer Answer

      Date: 06/26/2023

      Complaint: 20042648

      I am rejecting this response because:of no refund showing in my bank account and no written apology from the office manager who called me a liar in front of my wife and a waiting room full of patients.

      Regards,

      *************************

    • Initial Complaint

      Date:01/25/2023

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Was charged for a tooth brush that was shoved in a bag that I never ask for made me pre pay then use insurance now saying I owe them *****

      Business Response

      Date: 01/31/2023

      Response attached.

      Customer Answer

      Date: 02/03/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

      ***********************

    Aspen Dental is NOT a BBB Accredited Business.

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